Service Desk Team Lead | Brisbane, West End

Fitness & Lifestyle Group; Brisbane; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Gym membership

Hybrid work model

Office cafe & facilities

Anniversary leave

Employee discounts

Employee assistance program

Job summary

Fitness & Lifestyle Group is seeking a Service Desk Team Lead in Brisbane’s West End to oversee a mixed onshore/offshore support team. You will manage incident response, ITIL-aligned processes and drive improvements using Jira Service Management.

You will coach both onshore and offshore engineers, ensure SLAs across time zones, and partner with security and SOC teams while advancing automation and knowledge management.

Qualifications

• Experience in a service desk/technical support role
• Leadership experience managing IT teams
• Experience managing offshore teams across multiple countries/time zones
• Hands on experience with Jira Service Management
• Knowledge of ITIL 4 configuration and knowledge management
• Understanding of change enablement and service operations
• Strong technical knowledge of Windows 11, Intune, Entra ID, Microsoft 365, Defender for Endpoint and Teams Rooms
• ITIL 4 Foundation is desirable; MD-102 or MS-900 are advantageous
• Bachelor's degree preferred or equivalent experience

Responsibilities

• Run daily Service Desk operations ensuring SLAs/OLAs
• Lead and coach onshore and offshore teams with seamless time-zone coverage
• Line manage Level 2 engineers and align backlog with priorities
• Review offshore performance with the account manager monthly
• Coordinate P1/P2 incidents and drive post-incident reviews
• Escalation point for complex technical issues and timely resolutions
• Own CMDB, asset records and knowledge base; prepare changes with articles and comms
• Identify shift-left and self-service opportunities with AI/Automation in JSM
• Ensure alignment with FLG security policies (ISO 27001, PCI DSS)
• Report on SLA performance, incidents and backlog to IT leadership

Skills

Leadership

Incident management

Stakeholder communication

Problem solving

ITIL 4

Team coaching

Cross‑cultural collaboration

Education

Bachelor's degree in IT/CS or related

Tools

Jira Service Management

ITSM tooling

Job description

Service Desk Team Lead | Brisbane, West End

1mo ago , from Fitness and Lifestyle Group

Fitness & Lifestyle Group (FLG) is Asia Pacific's largest group of corporately owned health and wellness clubs — 310+ locations, 600,000+ members, and five of the region's most recognised fitness brands: Fitness First Australia, Goodlife Health Clubs, Jetts Fitness, Zap Fitness and Barry's.

We're headquartered in Australia with regional offices across South East Asia, and we're on a mission to help our global community live stronger, happier lives.

The Opportunity

Every day, thousands of people across Goodlife Health Clubs, Fitness First, Zap Fitness, Barry's Bootcamp and Jetts NZ rely on tech that just needs to work. Club teams, support office staff and brand teams across more than 270 locations are all counting on a Service Desk that answers quickly and gets it right. As our Service Desk Team Lead, you'll be the person who makes that happen.

You'll lead a mixed team of onshore Level 2 specialists and an offshore team in the Philippines, Vietnam and Thailand, and line manage our Level 2 Support Engineers. You'll be the escalation point when things get complex and the first to step in when a major incident hits. You'll also help shape how we improve, using ITIL 4 practices and automation in Jira Service Management to cut ticket volumes and speed up resolution. This is a role for someone who wants to build one connected team, whatever the time zone.

The Responsibilities

• Run daily Service Desk operations in Jira Service Management, including triage, prioritisation and queue management, so SLAs and OLAs are met across onshore and offshore teams
• Lead, coach and develop the onshore and offshore teams, with rosters that give seamless coverage across time zones and consistent performance expectations in every location
• Line manage the Level 2 Support Engineers in the SOP L2 Project Team, aligning their backlog with project and operational priorities
• Meet monthly with our offshore provider's account manager to review performance, staffing, training and service improvements
• Act as first coordinator for P1 and P2 incidents, pulling resolver teams together, keeping stakeholders informed and running post incident reviews with clear actions
• Be the escalation point for complex technical issues, making sure they're resolved on time
• Own the CMDB, asset records and knowledge base, and get the Service Desk ready for approved changes with articles, user comms and hypercare in place
• Find shift left and self-service opportunities, working with our AI & Automation function on JSM automations and AI assisted support
• Keep support processes in line with FLG's security policies, ISO 27001 and PCI DSS, and support our Cyber Security team and managed SOC when they need action on endpoints or credentials
• Report on SLA performance, incident trends and backlog by location to help IT leadership make decisions

About You

You're a leader who likes seeing a team perform well and knows that good support starts with looking after both the people delivering it and the people receiving it. You're decisive when an incident is live and calm when the pressure is on. You communicate comfortably with everyone from a club manager to a vendor account manager, and you value working across cultures. You're always asking how something could be done better, and you've got the organisational skills to juggle competing priorities and rosters across time zones. Most of all, you care about the experience of our club teams and employees and want them to get the best support possible.

Key Experience and Qualifications

• Experience in a service desk or technical support role, delivering high-quality support to internal users
• Leadership experience managing a team in an IT environment, including line managing technical engineers as well as support analysts
• Experience directly managing offshore team members across multiple countries and time zones, and working with an outsourced provider's account management
• Hands on experience with Jira Service Management or a similar ITSM platform
• Working knowledge of ITIL 4 configuration management and knowledge management, and an understanding of how change enablement affects service operations
• Strong technical knowledge of Windows 11, Intune, Entra ID, Microsoft 365, Defender for Endpoint and Teams Rooms
• Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues
• ITIL 4 Foundation is highly desirable, and Microsoft certifications such as MD-102 or MS-900 are highly regarded
• A bachelor's degree in information technology, computer science or a related field is preferred, though equivalent experience will be considered

In return we offer you

• Complementary all access Goodlife Gym Membership, plus one for a friend
• FLG is committed to promoting a healthy work-life balance. We offer a hybrid work model, mixing 60/40 office (Monday, Tuesday and Thursday) and work-from-home responsibilities.
• Modern open-plan office with onsite cafe and complimentary barista coffee
• Anniversary leave days and additional complimentary memberships through FLG's Recognition of Service Program
• Be recognised and rewarded by your peers for living our values with FLG's People's Champion awards
• Enjoy exclusive employee discounts with industry leading fitness, travel, fashion and retail brands through FLG's partner discount program
• Employee Assistance Program

Our commitment to diversity & inclusion

At Fitness and Lifestyle Group we bring positive energy and attitude to work every day, we are proud of who we are and who we work for. We don't just accept individuality; we encourage it and acknowledge the value diversity and inclusivity brings to our organisation. We pride ourselves on empowering our team to be their authentic selves at work.

We welcome applications from Aboriginal and Torres Strait Islander People, people of all ages, race, sex, intersex status, gender identity, sexual orientation, people with a disability and from other diverse backgrounds.